A simple guide to the travel insurance claims process

Making a travel insurance claim can feel overwhelming, particularly if you’ve never done it before. The good news is that the process can be straightforward.

This guide walks you through each stage clearly, so you know what happens, what you’ll need, and how to get support along the way.

What does a travel insurance claim mean?

A travel insurance claim is a request to recover costs if something goes wrong before or during your trip. This could include situations such as:

• Trip cancellations or interruptions
• Lost, stolen, or delayed baggage
• Emergency medical treatment abroad

The claims process is simply how your insurer looks at what happened, checks your cover, and works out what they can pay you.

How we approach claims

Every claim is handled with a clear set of principles:

• Fair treatment for every customer
• Consistent and objective assessment
• Efficient handling without unnecessary delays
• Clear communication throughout the process

We understand that claiming is often linked to stressful situations, so we work to keep things as simple and supportive as possible.

Our overall goal is to make the claims experience:

• Clear and easy to understand
• Fair and consistent
• As quick as possible without compromising accuracy

Step-by-step: how a travel insurance claim works

1. Submitting your claim

The process begins when you let us know what has happened.

You’ll usually be asked for:

• Your policy number
• A description of the incident
• Key dates and locations
• Contact details

If you don’t have every detail immediately, don’t worry - additional information can usually be provided later.

2. Reviewing your cover

Next, your policy is checked to confirm:

• It was active at the time of the incident
• The situation is included within your cover

This stage involves carefully reviewing the policy terms to ensure everything is assessed correctly. It’s always helpful to check your documents beforehand too.

3. Providing supporting evidence

To assess your claim properly, some documentation is usually required. This helps ensure the outcome is fair and accurate.

Depending on the situation, this may include:

• Booking confirmations or travel itineraries
• Receipts and invoices
• Medical letters or reports
• Police reports or airline confirmations (where relevant)

This paperwork plays an important role in supporting your claim.

4. Review and decision

Once all information has been gathered, a claims specialist will review everything in detail.

There are typically three possible outcomes:

• Full settlement - your claim is accepted and paid in full
• Partial settlement - only part of the claim is covered
• Declined claim - the situation is not covered under the policy terms

If your claim is successful, you’ll be told:

• The amount payable
• How the calculation was made
• When payment will be issued

All decisions are made in line with your policy limits, terms, and any applicable excess.

5. Finalising the claim

After the outcome is confirmed and any payment has been processed, the claim is closed.

If you need clarification afterwards, support is still available.

Common reasons claims can be delayed

Some issues can slow things down. The most common include:

• Incomplete claim forms
• Missing receipts or documents
• Unclear or incomplete medical paperwork
• Baggage claims without itemised lists
• Cancellation evidence that doesn’t show refund details

Submitting full and accurate information early helps prevent delays.

Support when you need it

Claims don’t have to be complicated. Help is available at every stage, whether you’re starting a claim or just need guidance on what to provide.

Travel insurance is designed to protect you financially - and the claims process is there to make sure you get the support you’re entitled to when it matters most.